Big Energy Credit Claim Back: British Gas

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that the Warm This Winter coalition has launched alongside charities and partners like 38 Degrees to help households reclaim their unused energy credit from energy suppliers.

If you have additional questions, get in touch at info@warmthiswinter.org.uk 

How does it work?

If you pay your energy bills by direct debit, you can claim back any credit you may have overpaid throughout the previous year.

Different companies have different ways in which you can claim your credit back, so Warm this Winter has done the research and compiled the individual steps for each company.

One thing that all of them require is that you have up-to-date meter readings. Most also offer additional assistance if you need help with the process.

Whoever your energy supplier is, the following important warnings must be understood in all cases:

• Do not cancel your direct debit. This may result in the price you pay for your energy going up.
• By taking back the credit you are owed, this may increase your direct debits going forward as many of the suppliers create an excess buffer, but you will be able to get that back if you are in credit after next winter.
• There is also a danger that if you haven’t supplied regular meter readings that you may not be in credit and could end up owing your supplier more money.

Ofgem, the industry regulator, says that energy companies must give you back the credit you’re owed within two weeks.

How can customers contact British Gas about claiming back their credit?
Customers can get in touch with British Gas to ask for their credit to be refunded both online and via phone.

How long does it take for an average customer to complete the process?
British Gas did not provide this information, but we’d love to hear from you about what your experience of trying to claim back your credit was like. Look out for our next email with a short survey to share your experience!

Is there anything customers need to do before starting the process?
Meter readings should be updated (if customer doesn’t have a smart meter)

What information do customers need to have on hand?
Customers need to provide up-to-date meter readings, and have their account details to hand.

Outline the steps to claim back credit

• Check your account’s credit status by logging in online
• Update your meter reads (smart meters automatically update; conventional meters require manual input)
• Request a refund through the online account under ‘View payment plan.’
• If approved, they will keep £75 of credit and refund what is above it

What is the timeframe to get credit back?
10 working days

What services are available to help people who may not be able to use the outlined procedure?
British Gas has a Priority Services Register to help customers who are: visually impaired, hearing impaired, have limited technology access or skills, those with illness, and those whose first language isn’t English, and those who have other needs. Customers can register here – https://www.britishgas.co.uk/priority-service-register

Process for bereaved families for claiming back credit from deceased relatives:
British Gas has a bereavement service with an online form to complete – or they also have a team to speak to either on the phone (0333 202 9338) or via LiveChat (Monday to Friday 8am-8pm and Saturday 9am-5pm).

How can I share this with others?
The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis! Click here to sign and share this action with your friends and family to force energy companies to take notice.